Paid Key shows Error- I am being asked to buy VIP Support??

[NWBBAY 0]

We purchased the license and key and it is showing invalid key now all the sudden. once we asked cleverbridge (as thats where nitro website directs you to go for activation installation issues), cleverbridge is marketing for VIP support??? Why do i need a VIP support to make a paid key work??

Key shows it is invalid all the sudden and there is no way to reach out to Nitro like we used to be able to before....it is 3rd day and we cannot get the KEY we paid for? who will compensate for productivity loss for these 3 days??

Very bad support from Nitro and very unfortunate since i have been using the product for so long and now there is no way to reach out to Nitro to get help on a paid KEY unless we PAY even more for VIP!!

[AllainU 0]

Hello @NWBBAY,

Thank you for reaching out to us through our Community Forums!

In line with the offer to purchase VIP Access and unable to reach-out Nitro Support team, it started last year upon the release of Nitro Pro 12. Please be aware that our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions).

 

To further assist you with this activation issue, I have checked your account records and I can see your recent purchase was a Nitro Pro 12. On your machine, I would love to know if the same version is installed by clicking on 'About Nitro Pro' under the Help tab.

With regard to the error message saying it is invalid, it could be because you have a different version installed on your machine. Could you please provide a screenshot of this error message?

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Thank you very much in advance and I am looking forward to hearing back from you. 

[NWBBAY 0]

currently, i have nitro 12 installed and that is the key i am using. i sent you private msg with screen shots.By removing direct support just to make the paid key work, is very painfull. i probably spent good 30 min just to find out how to get hold of Nitro! after nitro redirected me to cleverbridge and they told me to write comments on the this discussion site. Really....write comments to get my paid key working??

[NWBBAY 0]

Nitro is blocking my comments to be posted. i have been purchasing Nitro for years and now the bad customer service opinion is being blocked by Nitro. This is where customers start leaving companies like these when they start hiding the reality. 

[AllainU 0]

Hello @NWBBAY,

My apologies for this inconvenience.

To further assist you, please be informed that '-20: Error - Invalid License Number' means the serial number you are trying to activate is for a different installer of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 12 using our Online installer. We then activate it using your serial number. Kindly follow these steps:

1. Uninstall Nitro Pro from your computer then reboot the machine.

2. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

3. Download your Nitro Pro 12 Online installers using these link/s:

x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi 
x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi

If you are unsure if your machine is using 32 or 64-bit, please refer to this link: https://kb.gonitro.com/knowledgebase/#/search/64/000003790 

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and entering your serial number.

Thank you for choosing Nitro and I hope this helps!